Frequently Asked Questions
Can I return my order?
Yes. If you'd like to return your order we'd be happy to help you with the process. Please review our simple return policy for details.
Is there a restocking fee for returning my order?
Please review our simple return policy for details.
Can I make changes to my order?
Once an order has been placed changes cannot be made online. If you need to change your order please contact a customer care representative immediately for assistance. Personalized items that have been completed cannot be cancelled or changed. To find out if your item has been completed or if you need additional assistance please feel free to contact a customer care representative at 1-888-831-8711
How do I check the status of my order?
You can check the status of your order by the following methods:
- View your order history by logging into your profile
- Contact a customer care representative for help
I have only received part of my order. When will I receive the remainder of the order?
Depending on the products in your order, items may ship separately. Our shipping facilities are located across the country and your order may be sent in multiple packages. If you need additional assistance please contact a customer care representative.
My order was damaged in shipping. What should I do?
If your order was damaged in shipping please save all packing materials and containers. It is very important you keep these materials for shipping claims to be made. Please contact a customer care representative and we will arrange to have a replacement sent out as soon as possible.
Is there a Saturday delivery service available?
Depending on your location Saturday delivery service may be available
When will my order ship from Pet Passages?
Orders placed before 12:00pm Eastern Time generally will ship the same or next business day.
How soon will I receive my order?
If the free ground delivery service is used you will receive your order within 3-7 business days from date of shipment. A tracking number will be sent to your e-mail where your order can be tracked directly with the delivery carrier.
Two-day delivery service will arrive within two business days from date of shipment (Monday-Friday).
Overnight delivery service will arrive next business day from date of shipment (Monday-Friday).
What is the free shipping policy?
At Pet Passages ground shipping is always free. Orders are typically shipped same or next business day. Delivery time normally takes between 5-7 business days from date of shipment.
What shipping carrier will deliver my order?
We use a variety of dependable carriers including FedEx, UPS and USPS. The carrier used in the shipment of your order depends on which products are involved.
Is it safe to enter my credit card and personal information on Pet Passages?
At Pet Passages we understand the necessity for safe and secure transactions. We have several safeguards in place including a SSL to encrypt any personal information sent. You can always purchase with confidence at Pet Passages knowing your information is safe & secure.
Is my information private with Pet Passages?
Information you transmit to Pet Passages is never sold to third-parties. Information we collect is only used to process your order.
What is an SSL?
An SSL, or Secure Socket Layer, is a method of encrypting information. When data is transferred over the internet there is no possibility a hacker can intercept the data. When you are on a webpage with SSL, it can be identified by the small padlock in the bottom right hand corner of your screen. Pet Passages utilizes the latest in SSL technology to ensure the absolute safest shopping experience possible.
Is our site safe from hackers?
Pet Passages knows that the more secure the better. That's why we've invested in the best security features available.